Opening Times

The offices of the Gibraltar Regulatory Authority are open from 9:00am to 5:00pm Monday to Friday

COVID-19 MEASURES

OFFICES & PUBLIC COUNTERS
Further to the policy of HM Government of Gibraltar to increase social distancing and slow the spread of COVID-19, attendance at our offices and public counters is possible by prior appointment only. Although we aim to carry out all our regulatory duties electronically, we do understand that this may not be possible for everyone. In such cases, an appointment will be arranged. Please note that a face mask is compulsory when attending our public counter.

Please contact our offices by e-mailing info@gra.gi or call us on 200 74636. If you are unable to speak to our front desk staff, please leave a voicemail message. These are checked very regularly, and a member of our team will get back to you as soon as possible.

LICENCES
We accept requests for licence applications and renewals by e-mail, together with any necessary licence variations, if applicable. Payment for these may be effected, preferably, by bank transfer. If this is not possible, card payment via the telephone will also be accepted. Please contact our offices on licensing@gra.gi and a member of our team will direct you to the correct application form on our website. If a paper copy is required, this may also be arranged by calling us on 200 74636. Licences will be scanned and sent by e-mail together with a copy of the receipt. The originals can either be posted or can be held for collection at a prearranged date and time.

Please note that a face mask is compulsory when attending our public counter.

Welcome to the Gibraltar Regulatory Authority website

Telephony and Broadband Voluntary Code of Practice

The Voluntary Code of Practice (“the Code”) applies to all Authorised Providers who sign up to it (the “signatories”) and who provide fixed/IP telephony, mobile telephony and broadband services, or any combination of these.

The Code requires Authorised Providers to provide transparent, accurate information relating to fixed and mobile telephony and broadband services to customers. This information includes, but is not limited to, information on contracts, terms and conditions, bundles and tariffs, broadband speeds and how to resolve issues that may arise from time to time.

The Code ensures that all customers who purchase the relevant telephony and broadband services from signatories, receive the information required in order to be provided under the principles set out in the Code.

Unless otherwise stated, the full requirements of the Code apply to both new customers and existing customers, either buying new services or upgrading or downgrading a particular service they already subscribe to.

The GRA will be publishing the list of signatories as and when each authorised operator agrees to comply with the terms of the Code.

The GRA will be keeping the list of signatories updated at all times and may also publish the list, from time to time, on social media in order to keep customers informed as regards changes to the list of signatories; especially in cases where an Authorised Provider may have breached the Code and is consequently removed. Any Authorised Provider who breaches the Code will not be allowed to become a signatory until such time as they make all necessary changes to remedy their breach and are deemed compliant.

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